Understanding Total Quality Management

What does TQM stand for?

Match these

• TQM

• Quality Assurance

• Implementation of SPC

• Quality Control

• Inspection

• Customer focus

What does the PDCA cycle stand for in TQM?

• Plan-Do-Check-Act

• Plan-Develop-Check-Analyse

• Prepare-Do-Create-Act

• Plan-Design-Check-Apply

Which of the following is NOT one of the seven basic quality tools?

• Histogram

• Control chart

• Fishbone diagram

• Gantt chart

Answer explanation

The seven basic quality tools are a set of visual techniques used to problem-solve and improve processes. Gantt charts, while useful for project management, are not considered one of these core quality tools. Here's a breakdown:

• The Seven Basic Quality Tools: These are specifically designed for quality control and improvement. They include:

  • Check Sheet: A simple form used to collect data in real-time.

  • Histogram: A graphical representation of the distribution of data.

  • Scatter Diagram (or Scatter Plot): Shows the relationship between two variables.

  • Control Chart: Used to monitor a process and identify variations.

  • Fishbone Diagram (or Ishikawa Diagram or Cause-and-Effect Diagram): Used to identify the root causes of a problem.

  • Pareto Chart: A combination of a bar chart and a line graph, used to prioritize problems or causes.

  • Run Chart: A line graph showing data points collected over time, used to identify trends and patterns.

• Gantt Chart: This is a project management tool that visually represents the schedule of a project. It shows the start and end dates of tasks, as well as dependencies between tasks. While it can be used in projects that involve quality improvement, it's not specifically designed for quality analysis like the seven basic tools are. It focuses on when tasks happen, not necessarily how quality is being affected.

What is the primary goal of Six Sigma methodology?

• Increase production speed

• Reduce defects

• Increase employee satisfaction

• Reduce costs

Answer explanation

Six Sigma is a data-driven methodology focused on minimizing variability and defects in processes. While reducing defects does often lead to reduced costs and can indirectly improve other areas, the core, primary goal is the reduction of defects.

Here's why:

• Focus on Variation: Six Sigma aims to identify and eliminate the root causes of variations in a process. These variations are what lead to defects. By reducing variation, you inherently reduce the likelihood of defects occurring.

• Data-Driven: Six Sigma relies heavily on statistical analysis and data to understand processes and identify areas for improvement. This data-driven approach allows for precise targeting of the sources of defects.

• DMAIC Cycle: The DMAIC (Define, Measure, Analyse, Improve, Control) cycle is a core part of Six Sigma. Each phase is geared towards understanding the process, identifying the root causes of defects, and implementing solutions to eliminate them.

• Defect Reduction as the Foundation: Reducing defects has a cascading effect. When you have fewer defects, you have less rework, less waste, and ultimately, lower costs. Increased production speed can also be a result of defect reduction, but it's not the primary aim. Similarly, while employee satisfaction can be affected by a smoother, less error-prone process, it's a secondary benefit. The central target is always minimizing defects to improve quality and efficiency.

Which of the following is a principle of Lean manufacturing?

• Maximising waste

• Just-in-time production

• Increasing inventory

• Reducing employee training

Answer explanation

ust-in-time (JIT) production is a core principle of Lean Manufacturing because it directly addresses the waste of inventory. Here's a breakdown:

• Minimising Inventory: Lean Manufacturing aims to reduce all forms of waste, and excess inventory is a major one. Inventory ties up capital, requires storage space, and can become obsolete or damaged. JIT production tackles this by receiving materials and producing goods only when they are needed.

• Matching Supply with Demand: JIT strives to perfectly match supply with demand. This means that materials arrive just in time for production, and finished goods are produced just in time for delivery. This minimises the amount of inventory held at any stage of the process.

• Benefits of JIT:

  • Reduced Inventory Costs: Lower storage costs, less risk of obsolescence, and freed-up capital.

  • Improved Quality: Problems are identified more quickly when inventory levels are low, as there's less buffer to hide them.

  • Increased Efficiency: Streamlined processes and reduced waste lead to greater overall efficiency.

• Connection to other Lean Principles: JIT works hand-in-hand with other Lean principles, such as:

  • Value Stream Mapping: Understanding the flow of materials and information to identify areas for improvement.

  • Continuous Flow: Creating a smooth and uninterrupted flow of production.

  • Pull System: Production is triggered by demand, rather than being pushed based on forecasts.

In contrast, maximising waste is the opposite of Lean principles. Increasing inventory also goes against Lean. While employee training is essential in Lean (not reduced), it's not a principle itself, but rather a supporting activity to enable Lean practices like JIT. JIT itself is a core principle focusing on minimising waste and optimising production flow.

What is a common barrier to implementing TQM?

• Lack of management commitment

• Excessive customer feedback

• Overabundance of resources

• High employee morale

Answer explanation

TQM requires a company-wide culture shift, and without full management buy-in and active participation, it's unlikely to succeed.

How does TQM improve customer satisfaction?

• By increasing product prices

• By reducing product quality

• By focusing on customer needs and expectations

• By ignoring customer feedback

Answer explanation

TQM prioritises understanding and meeting customer needs, leading to better products and service, thus boosting satisfaction.

Which of the following is a benefit of reducing costs and waste in TQM?

• Increased environmental impact

• Decreased efficiency

• Improved profitability

• Reduced product quality

Answer explanation

Reducing costs and waste directly increases profit margins. Less spent on materials, rework, and inefficient processes means more money left over as profit.

Which tool is used to identify the root cause of a problem in TQM?

• Pareto chart

• Fishbone diagram

• Scatter diagram

• Flowchart

Answer explanation

The fishbone diagram's structure visually maps out potential causes of a problem, categorised by major areas (like people, processes, equipment, materials, environment). This structured brainstorming helps teams systematically drill down to the fundamental root causes, rather than just treating symptoms.